Customer Success Lead

Who are we?

At Seccl, we’re rebuilding the infrastructure of investments and advice.

We provide the vital technology that empowers forward-thinking, entrepreneurial advisers and wealth managers to build the efficient, customer-centric businesses of the future. Powered by Seccl, they can grow more quickly, expand into new and exciting areas and deliver a better experience for their customers.

And we help fintechs to realise their ambitions, by providing plug-and-play access to financial markets. With us at their core, they can build innovative investment or advice solutions on top of our technology quickly and cheaply.

We are part of the Octopus Group – an innovative group of companies that’s on a mission to breathe new life into energy and financial services. We want to change both these industries for the better, to reinvent them the way they should be, improving the lives of millions of people.

How can you help?

We have a great opportunity for someone who lives and breathes delivering exceptional customer service. The Customer Success function is a new team in Seccl that’s dedicated to helping our customers get the most from their partnership with Seccl.

You’ll be helping to shape our Customer Success function and build it for scale as we continue to onboard more and more customers.

What will you be doing?

On a day-to-day level, you’ll…

• Own the initial triaging of customer enquiries, and ensure they get resolved inside SLAs
• Be the voice of the customer and the company-wide champion for customer success, encouraging teams and individuals across the business to think and act empathetically
• Identify areas for product improvement, or uncover ways to make it easier to work with us – then partner with other teams (particularly engineering, product and operations) to get these on the roadmap
• Build a rich library of FAQs to empower our customers to solve their queries themselves faster in future
• Identify high friction areas for customers and head off problems before they occur
• Respond to customer queries, providing them with the information they need quickly and empathetically
• Partner with account managers to ensure nothing slips through the cracks

Who are we looking for?

You’ll be someone who…

• Able to grasp complex concepts quickly and explain them simply to others.
• Buzzed by helping clients and always goes above and beyond to do so
• Excited about working in a rapidly growing fintech with a steep learning curve
• Passionate about the role of technology
• A people person with strong communication skills. You’ll be able to easily build rapport, and adapt your style depending on the situation
• Highly organised and able to keep multiple plates spinning
• Confident, smiley and enjoys making customers feel totally taken care of
• Proactive, resilient and comfortable with ambiguity. You’ll like working at pace and thinking on your feet
• Empathetic, kind and with bags of innate integrity. You’ll do the right thing, even when no-one’s watching

How do we work?

We’re a team of ambitious, talented, and creative people who are passionate about using technology to improve our financial world.

We have a positive, open environment that promotes fresh ideas, challenge and experimentation, and encourages continual learning. We provide flexible working that focusses on delivery rather than just focusing on hours worked.

We’re based in the historic City of Bath, a stone’s throw from the train station. (Literally. You could hit it from our office.)

And the vital statistics?

• Competitive salary
• Flexible working arrangements
• Exposure to the latest technology and an opportunity to help shape the future direction
• 27 days holiday and a day off for your birthday
• Pension & Life Assurance

Like what you see?

Just send your CV to people@seccl.tech and our Head of People, Rebecca, will be in touch.